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    Legacy RefWorks - RCA - April 6, 2019


    This document serves as a Root Cause Analysis of the legacy RrefWorks service interruption experienced by Ex Libris customers on April  6, 2019.

    The goal of this document is to share our findings regarding the event, specify the root cause analysis, outline actions to be taken to solve the downtime event, as well as preventive measures Ex Libris is taking to avoid similar cases in future.

    Event Timeline

    The legacy RefWorks website was unavailable and some customers experienced a service outage during the following hours:

    Apr 6th, 2019 from 9.56 AM until Apr 6th, 2019 12.34 PM US Pacific time.

    During the event, the following service was slow and partially unavailable:

    ·         Legacy RefWorks


    Root Cause Analysis

    Ex Libris Engineers investigated this event to determine the root cause analysis with the following results:

    Some of our databases entered into a corrupted state. We restarted the affected databases and service was restored.

    Technical Action Items and Preventive Measures

    Ex Libris has taken the following action and preventive measures to avoid such an occurrence in future:

    • Discussions with the Cloud Operations team, on improving our data storage to prevent file corruption.

    Customer Communication

    ExLibris is committed to providing customers with prompt and ongoing updates during Cloud events. Ongoing and prompt updates on service interruptions appear in the system status portal at this address:

    These updates are automatically sent as emails to registered customers.

    Publication History

    Date Publication History
    14/4/2019 Initial Publication



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